THIS IS A HYBRID POSITION WITH 2 DAYS A WEEK ONSITE AND 3 DAYS REMOTE
SUMMARY OF OVERALL PURPOSE
PROVIDES IT SERVICE MANAGEMENT EXPERTISE AND LEADERSHIP, RESPONSIBLE FOR DRIVING AND GOVERNING THE ENTERPRISE INCIDENT, REQUEST AND PROBLEM MANAGEMENT PROGRAMS. THIS POSITION WILL DEVELOP AND GOVERN PROCESS IMPROVEMENTS THAT ADDRESSES ALL PHASES OF ACTIVITIES FOR DOCUMENTING, CLASSIFYING AND MANAGING WORK AND PROBLEMS EFFICIENTLY AND EFFECTIVELY. THIS POSITION HAS MINIMAL DIRECTION FOR DAY TO DAY ACTIVITIES AND REQUIRES THE ABILITY TO PLAN, EXECUTE AND LEAD COMPLEX ISSUES AND OBJECTIVES INDEPENDENTLY. WORKS WITH PARTNERS ON QUALITY INITIATIVES, REPORTING, AND GOVERNANCE.
KEY ACCOUNTABILITIES
+--------------------------------------+--------------------------------------+ | Percentage of Time | | +--------------------------------------+--------------------------------------+ | 50% | Problem, major incident, incident | | | and service management process owner | | | and subject matter expert (SME) | | | accountable for development, | | | execution, implementation and | | | governance: | | | | | | | | | | | | - Mature/develop and manage | | | incident, request and problem | | | management processes and | | | underlying support procedures: | | | - Manage major incidents from | | | identification to service | | | restoration and closure | | | - Drive the root cause | | | analysis and produce the RCA | | | documentation within SLA | | | - Provide standard | | | communication on problems, | | | major incidents to leaders | | | and stakeholders | | | - Assess and measure processes and | | | procedures to ensure efficiency, | | | effectiveness and adherence | | | within internal IT teams and | | | existing service | | | management partners. | | | - Responsible for the relationship | | | and alignment with existing | | | service management partners to | | | ensure process compliance. | | | - Develop and implement process | | | controls and compliance | | | reporting and dashboard | | | standards to be distributed to | | | stakeholders supporting process | | | success and outcomes | | | - Identify, manage and mitigate | | | process gaps through monitoring | | | and reporting. Develop & lead | | | remediation plans. | | | - Map and measure business | | | objectives to process | | | performance and outcomes to | | | ensure successful delivery and | | | business alignment of | | | IT services. | | | - Implement process metrics that | | | drive measurable and | | | quantifiable performance and | | | compliance through reports, key | | | performance indicators (KPIs), | | | metrics packages and related | | | information for IT leadership | | | and senior management. | | | - Train and support IT teams with | | | process implementations | | | and enhancements. | | | | | | | +--------------------------------------+--------------------------------------+ | 25% | Works collaboratively across | | | multiple departments to identify | | | root cause; record and resolve | | | problems; and avoid incidents. | +--------------------------------------+--------------------------------------+ | 10% | Support IT Strategy Goals and | | | Objectives. Drives initiatives and | | | outcomes that support IT and | | | Business strategies. | +--------------------------------------+--------------------------------------+ | 5% | Participates IT Infrastructure | | | internal audits, SOC 1 & 2 exams, | | | HITRUST certification as it relates | | | to IT Service Management processes. | | | Report status, risks and requited | | | actions to leadership. | | | | | | | +--------------------------------------+--------------------------------------+ | 10% | Additional activities as identified | | | by management. | +--------------------------------------+--------------------------------------+
EDUCATION AND EXPERIENCE
+--------------------------------------+--------------------------------------+ | MINIMUM REQUIREMENTS | PREFERRED | +--------------------------------------+--------------------------------------+ | | | +--------------------------------------+--------------------------------------+
Bachelor’s Degree and/or 4 – 6 years of related experience OR High School Diploma or GED with 6-8 years of in IT Service Delivery Management.
Strong background in Incident and problem management processes;
Knowledge of IT standards, procedures, policies. Experience in delivery of IT services through partners.
Experience in IT audit and compliance management.
Must be an organized, self-starter and results oriented person.
Must be capable of adapting to change and driving change in the organization.
Project management skills and experience with managing simple to complex efforts.
Demonstrated ability to collaborate with all levels of an organization
Ability to develop and deliver presentations to Senior Leader levels
Ability to work with cross- functional teams and to influence both internally and externally
Strong verbal and written communication skills with the ability to influence differing and diverse audiences.
Experience performing risk management assessments.
Experience in supporting, configuring or development with IT Service Management Tools, preferably Service Now
Familiarity with HIPAA, COBIT, ITIL, CMMI and other process standards.
ITIL foundations certified with in depth knowledge and understanding of ITIL best practices.
Required Skills Required Experience
WORK ENVIRONMENT
This job operates in a kitchen environment, housed with equipment such as ovens, stoves, dishwashers, coffee machine, mixer and knives. The employee is frequently exposed to heat, steam, fire and noise.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to stand for long periods of time, and occasionally required to sit, stand, reach, lift, bend, kneel, stoop, climb, push and pull items weighing 50 pounds or less. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures.
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OSI Industries is an Equal Employment Opportunity employer that believes everyone has the right to be treated with dignity and respect. OSI does not discriminate on the basis of national origin, gender, race, color, religion, pregnancy, gender identity, sexual orientation, protected veteran status, disability, or any other characteristic protected by applicable law. All applicants will receive consideration for employment based on merit, qualifications and business needs. OSI participates in the E-Verify program.